Frequently Asked Questions > Internet Service

What does the “account is locked” or “pop.lock is busy” error message mean?

Your email is currently being accessed. Double check to make sure that no one else or no other program is trying to check the same email account at the same time. Please note: you might see this error message if you leave your email running at home and then try to check your email from another location. If you are certain that no other program or person is trying to check your email, then shut down your email and leave it off for at least 15 minutes before trying again. If you still receive the same error message after rebooting, please contact our customer service department.

Why can I load some Web pages but not others?

Typically, this means that the server hosting the Web page you’re trying to access may be “down” or that the Web page has moved. Verify that you have the correct URL . Alternately, the Web page you’re trying to access is too busy. Try waiting a few minutes and then reload the Web page.

Why am I experiencing very slow connection and download speeds?

When you access a Web page or attempt to download a file, you are accessing one or more servers. If any of those servers is experiencing problems, it can impact the overall speed of your computer. If your connection speed does not improve after waiting a few minutes, try restarting your computer and/or cable modem to see if the problem is occurring in your system.

How many email addresses do I get with my high-speed Internet service?

It depends upon your service tier; most include at least 1 email address. If you need more, you can purchase additional email addresses through us or use a web-based email server e.g. Hotmail.

Is there a size limit to the attachments I can send via email?

Our servers will allow you to send a file, or group of files, in a single email that collectively add up to a maximum of 10MB.

How does high-speed Internet differ from dial up?

High-speed Internet uses a special modem and your existing coaxial cabling or phone lines. It allows you to download or upload much larger files in a shorter amount of time than it would if you used a dial-up connection. Plus, you aren’t tying up a phone line or waiting to connect to the Internet. (Not available in all areas)

I don’t want to be tied to one room. Can I create a wireless network here?

Yes. All you need is a wireless router. Connect your DSL or Cable modem to the router via an Ethernet cable and you can surf the 'net from anywhere within the allotted range of your wireless router. For security, you should be sure to set up proper password protection for your network. Please call 1-800-427-8449 for help.

I already have my own high-speed modem: can I use it?

You’re free to use your own modem assuming that it’s compatible with our systems. But CentraCom provides a modem free of charge as long as it is returned at the end of service contract.

Why can't I connect to the Internet?

If you are not able to establish a dialup connection, you should be getting an error message. What you'll want to do is write down exactly what the message says, and call our customer support at 427-3331 or 1-800-427-8449 for more specific help.

Why doesn't my modem try to dial?

If your computer is telling you that there's no dial tone, or it cannot detect the modem, then you should try the following: First, make sure the line cord from your phone jack is securely plugged into the jack, and the modem port on your computer. If it is secure, then get a telephone and plug it into the jack you have your computer on. If you have dial tone, then the modem in your computer is bad, and needs to be replaced.

My modem dials, but doesn't make a connection.

Are you being prompted for your username and password? If so, you should remove and retype both your username and password, and try again. If your computer is having a different problem it should give you an error message telling you exactly what's wrong. Write down the error message, and give us a call.

My modem dials, and connects, but now I can't get a web page to display.

Check your proxy settings, and make sure you're not trying to use a proxy. If that doesn't work, then try disabling your firewall (if you're running one). If that doesn't work, you may need to have someone look at your computer to find out what's interfering.

What does this error message mean?

Write down the error message, and call our customer support at 427-3331 or 1-800-427-8449. Or click here for most common windows and outlook express errors.

I can connect to the internet, and browse, but I can't get my email!

Have you set up your cut.net email on your computer? If you have set it up, and it has been working up until now, you should be getting an error message. Write down the message, and give us a call.

Why does my computer keep asking me for my username and password?

Sometimes Windows will corrupt the username and password. The first thing to try is to make sure you're entering the correct username. Also, make sure your capslock key is not on, and that you don't have any extra numbers, spaces or punctuation. If you've tried all that, call our customer support at 427-3331 or 1-800-427-8449.

What can I do about all this Spam?

Junk email makes us all mad. Believe it or not, it really gets everybody here riled up, too. Unfortunately as soon as you do something to stop it, the spammers have two or three ways to get right back through. The simplest, and most effective solution is to run a spam filter on your computer. The most effective ones we've seen are 'bayesian' filters. There are several different spam filters out there. Do a search for "spam filter" on the web, and pick one that fits your needs. Never open an email that advertises spam filtering--because they're spamming you!

Why should I use virus protection software?

There are a lot of people out there who's sole purpose in life is to make other people miserable. Viruses are a perfect example of this. Windows is the most common PC operating system, and is particularly vulnerable to viruses. In fact, you should not use a windows computer on the internet without updated virus protection. Macintoshes are a little less succeptible to viruses, but Mac users should also run updated virus protection. The thing to remember is that some viruses can destroy your computer. If you compare $30-$40 for virus software, to say $200 or more to repair a dead computer, it really makes sense to get the software.

How an I keep my kids safe on the Internet?

First, and foremost, educate them about the dangers of using the web without supervision. Education is the most powerful security you can provide your children. Next, buy some parental control software like NetNanny or Cybersitter. One of these programs will allow you to control the content your kids access.

Why is it important to do my updates?

It's as important to keep your software up to date as it is to change the oil in your car. The two most important things you can do to maintain your computer's health is periodically run your Windows Update, and keep your virus protection software up to date.

What is adware and spyware, and how do I get rid of it?

Adware and spyware is software that is downloaded via the internet or email. Sometimes you will click 'yes' on something you haven't read carefully, and that will load the software. Or you may have opened a spam email that had the software attached to it. A lot of adware and spyware works like a virus, getting onto your computer without your specific permission or knowledge. Adware specializes mostly in introducing pop-ups and other internet-based advertising. Spyware specializes in logging keystrokes, and keeping track of where you go on the internet. Both types of software can and do send your information to the company or individual that originated it. The best way to remove this kind of software is to run a program that searches for and removes adware and spyware.

How much faster is DSL than Dialup?

The simple answer to this question is, a lot faster. Perhaps a better way to describe it is in terms of plumbing. You will hear the term "bandwidth" all the time. Bandwidth is basically the size of the 'pipe' that carries data to and from your computer. Your bandwidth for dialup is typically 38K to 48K. The base rate for our DSL is 256K. That means that you have nearly five times as big a 'pipe' with DSL as with dialup. That means you can move more data at one time, which makes it work much faster.

What special equipment do I need for DSL?

You don't need any special equipment or software to get the DSL. The external DSL modem is supplied by us. You will, however, need to have an ethernet adapter in your computer. Check the manufacturer's specifications to see whether or nor your computer came with one. If not, you will need to have one installed. For more information about system requirements for DSL, click here.

What do I need to connect a Macintosh to Dialup or DSL?

If your Mac is an older PowerPC (not a G3 or newer) you will need to make sure you have either a dialup modem, or ethernet adapter installed (depending upon which service you want). If your computer is a G3, G4 or G5 you should have both a dialup modem and an ethernet adapter already built into the computer. There is no special software required for any Mac OS newer than 8.5.

What is a firewall? Do I need one?

A firewall is software and/or hardware that is designed to keep hackers from getting onto your system and causing problems, or stealing data. If you are on DSL you probably want to be running some kind of firewall, because your faster connection make you a more attractive target. If you are on dialup internet you may also want a firewall, but it is not critical due to the lower bandwidth of a dialup connection. A firewall will protect a computer on dialup, but if you've kept up on your updates, it's not likely that you'll get much more protection from a firewall.

Can I connect more than one computer to the DSL?

Yes. Theoretically you could hook as many computers as you wanted to your DSL connection. What you have to do in order to do this is buy a router, and install a small network in your home or office, and share the DSL through the network. It is probably advisable to have someone who is familiar with setting up networks do this for you, unless you are confident you can do it yourself. Cut.Net is unable to provide support for customers' networks.

Why should I use a surge protector or battery backup?

A good surge protector might cost you $40. A very basic battery backup will cost you anywhere from $60-$100. That might seem like a lot of money but consider this: A new dialup modem is at least $40, and probably more if you have it installed. A new DSL modem will be at least $100. A new monitor will cost you somewhere around $200 at the very least. And you probably wouldn't be able to replace your computer for less that $500-$1000, and it would likely be more expensive than that. All of these things can be damaged or destroyed by power surges. That's why you should have a surge protector, or battery backup.

Why doesn't Cut.Net actively filter my internet access and email?

The answer is we do. We filter your mail for most known viruses, and do a lot of junk mail filtering on the server side. Unfortunately, this is not enough to catch everything you can get from your email. That's why virus protection and a spam filter on your computer is such a good idea. We don't provide filters for your internet access because filtering can limit you as much or more than it protects you. We feel that our customers are the best judges of what they want to use their internet connections for, and we want to make sure you have as much freedom of choice as possible.

What is the charge to move my DSL to a different house or office?

Unlike dialup internet, or your phone service, DSL requires quite a bit of additional work in order to move from one place to another. In a nutshell, moving DSL is exactly like doing a brand new installation. If you wanted to, you could simply sign a new service agreement, and we can waive this fee. If you do not want to renew your service agreement, we have to charge you the installation fee, which is $95.